Courses Service and Relationship Management

62339 Service and Relationship Management , 8 sp

Doctoral studies
Teaching language
Course description

Students learn about service management, the paradigm shift toward service logic and the relationship oriented marketing management and research implications from them in the consumer and industrial market. The course covers for example concepts and models of service management and service logic, customer relationships, business to business relationships and networks, relationship dynamics, and research methods for studying service and relationships. Emphasis is given to familiarising the students with research publications/articles dealing with service and relationship management from different perspectives as well as analysing and discussing the evolvement and fundamental assumptions. Students read, analyse, and discuss research publications that have had or are assumed to have a major impact and develop skills in reading and analysing them. This ability strengthens the students' research skills and facilitates the design and writing of a doctoral thesis. Methodological issues are also addressed since they are closely linked to the students’ doctoral theses. The course should give a good platform to formulate research problems and supports doctoral students’ own research.

The course is compulsory for all doctoral students admitted to Hanken’s doctoral program in marketing in 2018 and 2019 and recommended to students of Supply Chain Management and Social Responsibility, and Management and Organisation. Doctoral students from other universities, please see further instructions (sent separately) for how to submit an electronic application.

Learning Goal

You have an overview over service and relationship management research and a deeper understanding of selected core concepts and issues.

After completing the course, you will be able to
  • analyse and synthesise core literature/concepts in service and relationship management research
  • discuss and critically evaluate academic work
  • apply service and relationship management research to your own research and doctoral thesis
Additional Information

Given every second year, will not be given 2020-2021.

International Learning Experience

Mix of international guest lectures


Four full-day in-class meetings (two consecutive days in September and in December), individual assignments, group work. Participation in class is compulsory.

Total Student Workload

214 hours divided into
Scheduled (contact) hours: 32 hours
Non-scheduled work: 182 hours


Term paper related elements 50%
Analysis of assigned articles 20%
Presence and informed participation in four compulsory full-day in-class meetings 20%
Learning diary 10%

All assignments are valid for one academic year, thereafter if the course is not completed it has to be retaken.

Readings will consist of articles and book chapters, as specified by the instructors, about 800 pages.